Complaints

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We engaged Carpet for Less (CFL) for a flooring quote (MF, bdrms, stairs/entrance, 2 bthrms) in Oct/21. Work occurred in Jan/Feb of 2022 with LVP (20 yr residential Warranty) installed except in bthrms (sheet vinyl) & stairs (carpet). Over 12-15 months, we had plank movement, initially minor separation length-wise, progressing to large length-wise gaps and separation width wise, with the tongue & groove visible. Corners pushed up leading to broken edges on boards. CFL was contacted on Oct 5/23 & an inspection took place w/myself & the installer Oct 7th. Acknowledgement of the LVP being installed on an uneven floor (noted many times prior to install to assurances by the installer that floating LVP would not be impacted) occurred & I was told the t&g "click" system had failed. I believed I would be booking a follow-up to repair. At no time were humidity/structural issues brought up. We then required a 2nd site visit with the owner, Tom ******, & 2 installers on Nov 2/23. I was advised CFL would make a manufacturer claim & replace planks as needed. This included Mr. ****** taking measurements & giving a timetable for the claim. At the end of the mtg, Mr. ****** insinuated the house shifted, but stated "don't worry, it probably played a small part and isn't responsible for all this". I disagreed with Mr. ******' assessment & he became irate, ****** * *** ******* ** ***** ****** ********* * ******* ** **** **** ******* * ** ****** ******** *** ****** **** ******* **** ******** *** ****** **** **** * ********** *** ********* *** ******* *** *** *****   CFL advised on Nov 7/23 they were not making a manufacture claim as they deemed the issue to humidity/structural, and outside the 1 yr install warranty. They said the installer noted humidity/swelling issues on the 1st visit (never mentioned) & structural concerns on the 2nd visit (disagree). The home is on a piled foundation & no indications of movement (vert/horiz drywall cracks, ceiling cracks) exist.

  Business response

  04/01/2024

  Good day Mr. ******* *

  Thank you very much for your patience as we investigate your flooring concerns. Please see notes and findings regarding your flooring concerns. 

  Inspection of installed LVP flooring at** ****** **** *** 

   Flooring installed January 2021 by Ivan *******

  Flooring was installed in the living room, hall, kitchen, dining room, and 3 bedrooms.

  Mr. ***** concerns first reported on October 6,2023 

  "I am following up with you today as we have been experiencing some significant issues with the flooring installed in our home less than 2 years ago. The LVP boards separate on a consistent basis and constantly have to be adjusted DAILY lengthwise along the floor to not have large gaps. The boards have now begun separating width wise as well, with the tongue & groove portion visible, and some corners are pushing up, becoming a tripping hazard. This has now led to the corners being stepped on and broken on a few on the boards in our main living area, kitchen and a bedroom".

   During the original inspection of the flooring on October 7th, it was noted by Ivan that the flooring had separated and that there were some humidity issues in the home. He could see swelling had occurred, around door jambs causing restrictions on the flooring preventing the floor from floating.

   During the second inspection of the flooring on November 2nd, it was noted by Tom ****** there are structural issues with the  beams as there was some shifting of your home and that the 2 main beams in your home are protruding and that the basement walls have dropped causing the floors to become uneven. When there are structural issues and humidity issues you will always have issues with your flooring. 

   Installation of all floors though Carpets For Less and independent Installers carry a one year installation warranty. Manufacturers also have a warranty provided that the material and environment meet the expectations the floor requires for a successful installation. 

   Our findings through the inspection and discussion with you was that; your first mention of the issues was almost 2 years after the installation date and that the current state of your environment appears to be causing issues.We can not offer a warranty through Carpets for Less due to these issues and concerns mentioned above. 

   With the inspection findings of the structural issues and the reports first being mentioned 2 years after installation, we are not able to offer a warranty on labour or materials due to the nature of the claim.  

   

  Regards,

  TRACY *****

  SALES MANAGER

  ******* *** **** ************

   

  Please contact Tom ****** if you require anything further * *************

  Thank you.

   

  Customer response

  10/01/2024

   
  Complaint: ********
  
  I am rejecting this response because: the response from Carpets 4 Less is inaccurate, ********* and does not address the issues brought forth. *** ******* ******** *** *** ******* ********** ** ******** ************ ** the initial inspection occurred between myself and the installer. At no time was a humidity issue brought up or door jamb swelling identified, only discussion around the flooring system's T&G locking system failing, **** ****** * ************** ******. Comments about this being seen at other locations, measurements, and replacement options for our flooring, were the sole topics of discussion.

  Since filing this claim, we have had other companies view the flooring issues and received the same feedback as we did from the installer during our initial meeting: the issue is the T&G locking system failing, a result of either a manufacturer defect or installation method. 

  The contractor, Carpets for Less, has provided no evidence of "house shifting / settling" or humidity, because they don't exist. **** **** ******* ** ***** *** ****** ****** *** ****** ********** ** ******* *** ******* ** ********** 

  I feel Carpets for Less should be held accountable for the material they sold us and installation services provided, and either make the situation right through repair/replacement, or compensate us so we may look elsewhere to undertaken the necessary work to make our floors livable.

  Sincerely,
  
  Matthew ******

  Business response

  12/01/2024

  Good Afternoon,

  We believe we have answered everything in our original response.

  Regards,

  Tracy *****

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩